casino.

Little bit of twist n turning regarding my situation. I'l point out facts actual event's that happened & other in point form.

Claimed bonus AXE135 but I did not read the TC for this bonus.

Max cashout for bonus AUD $7500

$2500 per day cashout

Max per week $7500

I won some good coin & once cleared wagering sent all the relevant verification ID documents particularly change of name certificate with the updated birth certificate & proceeded making withdrawals

? I can't quite recall how this next turn of events the order of the 3rd withdrawal order the time of it but I know I submitted the first two withdrawals orders of $2500x2 =$5k

? won some more coin & withdrew another two orders 2x$2500 =$10k & some money left over.

? all withdrawal orders & verification documents rejected & only $5k returned in my account out the 10k submitted.

? enquie bout all of this & find out $7.5k AUD is the the max cashout Fair enough didn't read TC. & voided the other $2.5k for exceeding the max cashout. No worries just help yourself with my winnings. Pay me the 7.5k max cashout for that bonus & the rest is still my money that I've won wagering has been met it's different if wagering hasn't been met compared to a max cashout if you're up 15k max cashout for bonus used is 10k then that's all your getting from that bonus play is 10k not 15k but that 5k should be still yours you've won that money & you should continue with it in your account but I'll say more to this later in the piece, anyway $2.5k voided

? wheres the rest of my money you the casino owe me another$2.5k .$7.5k AUD is max cashout returned $5k only out of the $10k .

? returned the $2.5k to my account = $7.5k plus over $1.5k I was still playing with when this all happened.

? so ordered 3x$2.5k withdrawals again plus sorted verification issue wasted 4hrs & the chance to process my first withdrawal payment. By explaining to him that I sent him all the relevant information n documents regarding the change of name & that he kept rejecting 4 times plus explaining that he reads certificate properly. Anyway done my head in. Couldn't stop apologising in his emails.

? through out the weekend lost the $1.5k recalled $500 out of one of the $2.5k withdrawals later on recalling the rest of the $2k withdrawal.

? got up again ordered $2.5 withdrawal & a further 10k I won.

? ordered submitted 4x$2.5 =$10k withdrawals early this morning got up to play some free spins from leveling up & plus won a jackpot $71 log in after free spins finished there's $7.5k pop up in my account where's the other 10k that I won seperatly from the max cashout bonus amount. That was completed & adjusted when they voided the first $2.5k .

Plus I had 3 withdrawals pending after they voided the $2.5k

Can you please look into this further with the casino & the whole database activity surrounding all of this please & let me know. I just want my money that I won clearly the $10k

If there's any breaches in exceeding max cashout amounts then they should the casino have something in place that clearly justifies this& elimantes any further playing. Not 1-2 days later come in or whenever the next withdrawal has been submitted & come out saying this n that & voiding the players winnings money that they've truly calculated as it's their money from playing experiencing the thrills jubilation excitement feelings and emotions have been played with.

? the casino is saying the TC information is on their website further details regarding my situation.

I have gone over every single word in the website 3 times over & I for the life of me can not find this information anywhere in the detail that reflects my situation.

I requested asked for them to please provide me with this particular extremely important information from 4 different personal & they failed to do this. It's something that you guys can seek out either asking them the grounds that they are claiming & where is stated in their T C against me.

My part in my stand that they owe me 10k that they voided from my legitimate play winnings is the bonus I claimed AXE135 max cashout withdrawal was $7.5k after bit of turbulence & adjustments 7.5k was met & accounted completing the bonus AXE135 right? I had 3x$2.5k pending withdrawals from Friday.

I continued on playing with money that was the leftovers after evening the max withdrawal amounts at $2.5k.

Mind you if the verification department didn't fumble the ball & wasted 3-4 hrs trying to verify my account when I gave them all they needed I would've my first withdrawal payment sent.

I recalled twice on one of the withdrawal which later won me $10k but they voided all that $10k that & rejected the 3x2.5k withdrawals from the $7.5k max cashout withdrawal from the bonus axe135 making me lose my spot in the queue for my first withdrawal I had already submitted last Friday by having to submit these 3x2.5k withdrawals today further delaying my withdrawal

Dear kcbearmech,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Axecasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please clarify if the only winnings that were voided from your account were AUD $?
• Could you please help me establish the timeline of events regarding the following: The date when you accepted the bonus, the date when you completed the wagering requirements, and the date when your winnings were capped.
• If you may please share a screenshot of your withdrawal requests from your transaction history.
• Lastly, if there is any correspondence between you and the casino where the casino offered you any justification for its actions, please forward it to my email at [email protected]

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear kcbearmech,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of kcbearmech. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

"Hi Tomas

I've forwarded the correspondence emails I had with axecasino support.

& Attached are the timeline transaction history from initial deposit til withdrawal successions & all the activity inbetween.

Just be careful on couple of screenshots there'll be same the same transaction event on two separate screenshots jus pick it up by the date of the event. 

Alot of details are in these emails. 

They did provide a link to a zip file that has all the relevant gameplay data & account activity I done over the period of time in questions so they say which is what one needs to go over thoroughly to check & I'd like to see myself but I haven't seen it still cause I can't open this zip file on my old phone. I haven't tried on this new phone I just got but I'll be trying shortly. 

If the link is still available when you're going through e-mails then see if you can access it & open it up obviously & advice. 

However I had explained this to axecasino support as you'll come across that I can't access open this zip file & if they can get the department that done it to put under different accessible format file for me so I can obviously see what's happened ETC & haven't heard back from them practically the last things that were exchanged & said for that time being. 

& if you didn't receive a email earlier with answers to the rest of your questions & my explanation of not being able to promptly reply back to you was my phone was playing up & just got a new one & have been catching up with things over the last couple of days.

First

Voided in AUD

Second

Initial deposit claimed cash bonus AXE135 on the 10/11/2023 at 21.35pm

Wagering requirements was completed a few & abit hours after deposit between 10/11/2023 11.30pm & 11/11/2023 00.18am please refer to the screenshots of the transaction referencing from there for a more accurate timeline.

Winnings were capped not too long after I submitted first withdrawal after 00.18am 11/11/2022 again please reference these details from screenshots of transaction history on my account over this particular period.

Anything else Tomas please let me know

Kind Regards

Nik K"

Thank you very much, kcbearmech, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear kcbearmech,

I'm taking over your complaint. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Axecasino to join the conversation and contribute to the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear kcbearmech,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (http://www.kpvfaw.com/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Axecasino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint again as ‘unresolved’.

We received information that the casino will reply to this complaint by the end of this week.

Hi there,

Thank you for sharing your experience with us — we understand your frustration and appreciate the detailed feedback.

We would like to kindly point out that the root of the misunderstanding appears to stem from the fact that the Terms and Conditions, along with the Bonus Policy, were not fully reviewed prior to claiming the bonus. These policies are clearly outlined at the time of bonus activation and are essential to ensure a smooth and fair gaming experience for all players.

Each bonus may come with specific rules regarding wagering, withdrawal limits, and required verification steps — and these can differ depending on the type of promotion. In your case, the relevant conditions were applicable as per the bonus you selected, and they were in effect during the period of your gameplay.

We always recommend reviewing all T&Cs carefully before proceeding with any bonus, as this helps avoid confusion or unmet expectations in the future. Our team is always available to clarify any part of the policy if something is unclear.

That being said, we truly appreciate your feedback and are happy to discuss this further with you if you have any questions or feel that something wasn’t handled properly.

Kind regards,

Axe Casino Team

Dear Axecasino,

Thank you for your reply. Could you please be more specific and explain exactly what happened in this particular case? We kind of need to hear the story here.

Hi Peter,

Thank you for your follow-up. We’d be happy to clarify the situation regarding the case of the player kcbearmech (Nik) in more detail.

Upon reviewing the player’s gameplay and withdrawal history, we observed the following:

The player claimed a bonus that came with clearly stated Terms & Conditions, including wagering requirements, a maximum win cap, and daily/weekly cashout limits (AUD $2500 per day / AUD $7500 per week).

As part of the withdrawal process, AUD $4128.60 was initially withheld due to exceeding the maximum allowed win from the bonus. In total, after a final review aligned with the bonus policy, AUD $5077.45 was adjusted from the player’s withdrawals to comply with the agreed bonus terms.

Additionally, an amount of AUD $2500 was temporarily held due to the daily cashout limit. This was correctly processed and credited to the player’s account during the next payout cycle.

We also noted an issue with a mismatch in the cardholder name provided during the verification process. Once this was clarified and resolved by the player, the pending withdrawal of AUD $5000 was processed without delay, reflecting our commitment to fast and fair resolution.

We acknowledge the confusion this situation may have caused and have taken internal steps to improve clarity and ensure better communication moving forward. We always encourage players to carefully review bonus terms to avoid misunderstandings.

We sincerely appreciate your involvement in helping us resolve this case, and we remain at your disposal for any further clarification or questions.

Warm regards,

The Axe Casino Team

Dear Axecasino,

Thanks for providing more details. The player mentioned that they made another 10k winnings after the withdrawal of $7500. Could you please address that? After the max win cap was applied, did the player have any real money balance, apart from the $7500?

Hi Peter,

Thank you for your follow-up question.

After carefully reviewing the player’s activity, we can confirm the following:

The total amount won by the player was approximately AUD $10,000. However, as the player was participating under the AXE135 bonus, the maximum win cap of AUD $7500 was applied in accordance with the bonus Terms & Conditions.

Once this limit was reached, any winnings exceeding AUD $7500 were voided, as per the terms the player agreed to upon bonus activation. These excess funds were not eligible for withdrawal or conversion into real money.

Additionally, we would like to note that after receiving the AUD $7500 payout, the player made 4 more deposits and continued playing. However, no further withdrawal requests were submitted following those deposits.

As a result, after the win cap was applied, the player did not retain any real money balance beyond the AUD $7500 that was already processed and paid out.

We understand that these situations can sometimes be confusing, and we have taken internal steps to ensure greater clarity moving forward. Should you have any further questions or need additional context, we’re happy to assist.

Warm regards,

The Axe Casino Team

Dear Axecasino,

Thank you for the clarification.

Dear kcbearmech,

Can you confirm if you received the $7500 as a payout and made further deposits afterward without submitting new withdrawal requests?

Dear kcbearmech,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
www.kpvfaw.com